Customer Engagement & Communications Lead

Are you an experienced customer communications and engagement professional looking for an opportunity to shape how customers interact with a business?

We're looking for a Customer Engagement & Communications Lead to take ownership of our customer communications and engagement strategy, helping us deliver clear, accessible and engaging communications that improve the overall customer experience.

This is a varied leadership role where you'll oversee customer communications, engagement programmes, digital adoption and content standards, while leading and developing the team. You'll also have the opportunity to explore how AI, automation and smarter processes can improve the way we communicate with and support our customers.

What you'll be doing

• Leading and developing our customer communications and engagement strategy, ensuring it supports customer experience priorities and wider business objectives.
• Overseeing customer communications, campaigns, resident engagement activities and digital content, ensuring everything we produce is clear, accessible, accurate and customer focused.
• Leading, coaching and developing the Customer Engagement & Communications team, setting clear objectives and creating a collaborative, high-performing culture.
• Using customer insight, feedback and performance data to identify opportunities to improve communications, customer journeys and service delivery.
• Working collaboratively across Technology, Digital, Customer Service and Operational teams to identify opportunities for process improvement, automation and AI.
• Developing engagement initiatives that increase customer participation and digital adoption, while measuring their effectiveness against agreed performance measures.
• Championing a customer-first approach and continuously looking for ways to simplify processes, remove customer pain points and deliver better outcomes.

What we're looking for

We're looking for someone with

• Strong experience within customer communications, customer engagement or customer experience, ideally within a leadership role.
• Previous people management experience, with the ability to coach, develop and motivate others.
• Excellent written communication, content design and stakeholder management skills.
• Experience of developing communication standards, governance and effective processes.
• A strong continuous improvement mindset, with experience of transformation or business change and using data and KPIs to drive measurable improvements.
• An understanding of how AI, automation and emerging digital technologies can enhance customer communications and experiences.
• The ability to balance customer needs alongside operational, regulatory, compliance and commercial requirements.

What does RMG have to offer you?

You'll not only be joining a thriving market leader where you'll benefit from working alongside some of the best people in the industry, you'll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers